SUPPLEMENTARY INFORMATION TO THE CORPORATE
RESPONSIBILITY REPORT 2008
This report supplements the Corporate Responsibility Report 2008 (referred to hereafter as CRR08). It contains
additional information that we consider to be of interest to all those people, institutions or groups that significantly
affect or are affected by BBVA’s operations.
Provision is made of explanations, technical aspects or additional case studies that will help to provide a more
comprehensive view of the BBVA Group’s performance in corporate responsibility and which are not included in the
supplementary information to the corporate responsibility report, SICR08, as it was deemed important to make its
length and content manageable for the reader, in keeping with the opinions forthcoming from stakeholder consultations.
The information reported here has been verified by Deloitte and follows the same order as ARCR08. On the CCR
website, it is organised into its corresponding chapters. (http://rrc.bbva.com)
CR PRINCIPLES AND POLICY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
• Speech by BBVA’s Chairman “Responsible business in
the 21st century: Return adjusted to principles” in
the ESADE/Stanford programme on CSR.
• Brand management.
• Pledge to uphold Human Rights.
• Economic Value Generated, Distributed and Retained.
STAKEHOLDER ENGAGEMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
• Channels of consultation and dialogue with
stakeholders.
• RepTrak model: Model for measuring and managing
reputation.
• Stakeholder consultation process 2008.
CUSTOMER FOCUS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
• Bancomer Q.
• Customer Ombudsman: Spain and Mexico.
• ISO 9001: 2000 certifications. Phishing: issues and
measures taken. Distribution of BBVA’s ATM service,
by country.
FINANCIAL INCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
• Banking penetration plan for Latin America:
South America.
• “Non-banking Correspondents” in Colombia.
RESPONSIBLE FINANCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
• Large companies and project finance: breakdown of
projects assessed under the Equator Principles, by
type of product.
• Peru, pioneers in risk management thanks to the
Environmental Risk Management.
• Internal auditing activities.
RESPONSIBLE PRODUCTS AND SERVICES . . . . . . . . . . . . . . . 20
• Other innovative products and services
Supplementary video on CRR TV at: http://rrc.bbva.com
Contents
Page Page
RESPONSIBLE MANAGEMENT OF
HUMAN RESOURCES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
• Employees by professional category.
• Average length of service of workforce.
• Variable remuneration based on the organisation’s
performance and on individual performance.
• Variable remuneration according to professional level.
• Hours of training per employee broken down by
channel and subject.
• Women in managerial positions with children in their
care.
• Queries processed by the SAE.
• Disciplinary files.
RESPONSIBLE PROCUREMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
• Management and procurement tools: online
procurement.
ENVIRONMENTAL MANAGEMENT
AND CLIMATE CHANGE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
• New Group buildings to bid for LEED certification.
• Monitoring the Group’s environmental footprint.
• Green IT in BBVA.
• Offsetting of GHG emissions associated with
publication of the BBVA 2008 Annual Reports.
• “Sponsor a tree”.
COMMUNITY INVOLVEMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
• BBVA Foundation (Spain).
• The Teacher Action Prize (Acción Magistral FAD).
• Programme of Cultural Activities in Spain.
• Economic Research Department.
CORPORATE VOLUNTEER WORK . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
• Junior Achievement Foundation:
“The advantages of staying in school”.
SUSTAINABILITY RATINGS, PRIZES AND AWARDS . . . . 36
• SAM Assessment. 2008, 2007 and 2006.
SUPPLEMENTARY INFORMATION CRR 2008
Corporate Responsibility Report 2008
1
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